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It's all great, until it's not...
I've ordered 5 items from T&W and up until recently would have given them 5 starts. Good value, great website, fast delivery, good service if anything is not up to scratch.
HOWEVER, unfortunately one of the items (a $400 lamp) started to have issues 4 months after we got it (flickering a lot and one lamp stopped working completely). T&W promptly sent a replacement - great service! Unfortunately this one had the same issue, plus was bent and the lamp shades didn't fit properly. They refunded me the full amount, again, great (though clearly not ...
Don't trust delivery promises
I asked to cancel my order when advised 1 month delivery, the request was made 3 days after the order date.
We had made sure we ordered product showing as "in stock" but 8 days after order placement the freight company report they have not received the stock.
T &W report it leaving 2 days after the order date.
The company says orders cant be cancelled. Consumer affairs will be the judge of that though.
The staff have a lovely script to follow but unfortunately do not have any deliverable information other than the information available from tracking data.
There are better places to shop with honest dates. This company is NOT recommended
About two years ago I purchased a rug from Temple and Webster. Their photographic shoots of styled rooms really helped pick the correct rug and I am still really pleased with this rug. Recently I purchased another rug, a little out of my comfort zone but again one of the images sold me. When it arrived, it was brighter and far more synthetic looking than advertised. I listed this as my reasons for returning the item and I was told that I might need a new monitor. I am a photographer, I do not need a new monitor and as a photographer I have exte...nsive understanding of lighting and post production soft such as Lightroom. The attitude of the return team was quite passive aggressive and their return approach was plain rude. They ignored questions about earlier return dates and took up to a week to partially respond to my emails. I will never use them again. Not worth the freight risk.
You left the following comment: I am extremely unhappy with my overall experience with Temple and Webster. I have tried numerous means of communication with your staff to resolve issues with my orders and have found that both times things haven’t been processed and I’m left hanging. I will not being ordering from you again and don’t feel that even after receiving bad service, incorrect items and a damaged order, I still have been treated poorly and not compensated as a customer. I will be making sure to let others know of the bad experience I have had with your service.
Delayed delivery, cancellation and the longest return process when it accidentally got delivered...
We ordered a Table from Temple and Webster which took over a month to arrive, with the options being to wait or for it to be cancelled.
Noting we needed a table, we cancelled and bought a table from a different company. A few days later the table arrived (even though we cancelled), and it's taking weeks for them to actually arrange the pickup. Was originally agreed to be collected in 2 weeks, then we got an email not even acknowledging that date and pushing it back two weeks, followed by another email pushing it back another two weeks...
...Now we have this large table box taking up space in our 1 bedroom apartment, and still pending an actual collection date. Wouldn't recommend anyone to buy anything from them, especially during this time, as they can't keep to their commitments and continually push dates back.
Absolutely horrendous customer service - avoid avoid avoid
Update: leaving my original review for transparency, as Darren (T&W employee who replies to these reviews) has solved the situation for me - 3 days after posting the below review my chair was finally delivered.
However - I cannot in good conscience recommend T&W at the moment as they did not provide satisfactory customer service even though they had many opportunities to do so - Darren is fantastic, but the other people I dealt with in the customer care team were not (John and Kimberley, who did absolutely nothing and sat on this until I went...public - atrocious). *** Original Review *** I have bought a few things off Temple & Webster, some have arrived as predicted, however most recently I bought a single seat sofa, which iCumulus was contracted to deliver. I live in an apartment building, and the driver decided not to ring the doorbell, stating the item "could not be delivered". After many calls to iCumulus, all ringing out, and an email to their support team that is still unanswered 3 weeks later, I contacted T&W themselves to contact iCumulus as presumably iCumulus picks up the phone for T&W.
Hit and miss!
Service is great but only when it operates correctly. Have a damaged item and want a replacement? No problem, but you need to follow it up with the customer team. If there are any issues with your order, there is no follow up from the company and the customer is left fumbling through chat or spending their valuable time on hold.
I had a change of mind return for a rug, entitled to a full refund. The rug got lost in transit on return, I have had to chase it up at every step. 6 weeks later and no refund, no communication from "Marvin" handling t...he case. All the other customer service people can do is leave a note for "Marvin" to contact me. Done that several times and complete radio silence. Would be great if "Marvin" could get back in contact with me, or if he simply doesn't care for doing his job, if someone else was able to take over the issue so it can be resolved. Promised timelines are NOT kept.
If I could give this company zero stars I would, terrible customer service
I made a relatively large order through this website and received a couple of defective items, I contacted the company through their live chat feature. During this chat I was assured the money for those items would be refunded.
It's now been about a month, I've spent hours on live chat trying to resolve the issue and I still haven't received a refund. The company has constantly lied and blamed me for the issue and shown a complete lack of respect for my time.
Worst customer service I have ever experienced
Dealing for many years with online only retailers, I have come to expect that if as a customer I am not happy with my purchase when it is delivered, I can return the item easily and quickly and obtain a refund. But that was before I had the misfortune to purchase from Temple & Webster using my mobile phone. I spent over $1,000 but did not notice something called Purchase Protection. This meant that when the chairs were delivered and turned out to be too big, despite contacting them on the same day and repacking the chairs into the original p...ackaging, I was informed that they would deduct both the delivery and return shipping charges and only provide a store credit. Temple & Webster, have you noticed what other online retailers offer? This is an appalling customer experience.
Freyr Velvet Armchair - love it!
Absolutely love this chair. Unfortunately the first one came damaged probably due to postage/courier, however I emailed Temple & webster about the exchange and spoke to them on the online chat, they organised a replacement pronto, were fantastic to deal with the whole way through. The chair was as described, and is really good quality, looks very classy.
Given false information and charged for return... Trash Company
Light Timber & White Sylvaine Wall Desk. I was told by temple & Webster that this desk could fold plat into the wall when not in use. It doesn't. If you want a folding desk don't get this one, you have to attach the wooden desk top to the wall to make it secure. I've now been informed that I will pay for both shipping and return shipping, even though I was sold a product under false information. I will not be buying from T&W again. What a rip off. Not happy
5 stars for Customer Service Agent Dan Alfred
I give 5 stars for the customer service skills of Dan Alfred. He has been exceptional in helping me with my order issue. His skills should be recognised.
I ordered a king bed after waiting for it to come back into stock. I was told there would be delivery delays which I understood due to current covid situation.
Then 1 box of the incorrect bed size arrived. After following up for a week I have now been told there is no more in stock and they can now only refund. Very frustrating!
As other reviews have said, rugs go missing!
They are using a very dodgy courier called Icumulus! Order: 2199518195
Also they sent me the wrong mat, I let them know weeks ago and no response from them still. Order: 2202855395
Very good service, although not flexible with after-sales service.
I bought an Ergohuman Elite chair and found that I had received two right armrests. I contacted support, and after sending them pictures of it, they asked me to take apart the chair to be sent back to their warehouse for inspection. I was not happy with this as it would've been quite the hassle to undo everything and risk stripping some of the hex bolts in the process, so I asked if I could just send them the incorrect armrest, and they could just replace it with another one (the armrest is fully detachable, and is installed with a bolt). They ...were not ready to do this, citing multiple vague reasons. I voiced my concern with their service, and someone higher up in the customer service department immediately responded, and they sent me a full replacement chair, which showed up a week later. I found it quite strange that they were not willing to just send me the replacement part and then seek to get it replaced by their supplier, but rather send a full replacement which costs hundreds of $$. They have excellent overall service, but the support could be more flexible to cater to specific scenarios, and possibly save themselves some $$.
Questions & Answers
My order got shipped 11 days ago but when I try to track it, it says 'no jobs found'. Is there any other way I can track my order?
Hi Lav K, we have sent you a private message to confirm your order number. We will look forward to assisting you. Warm regards, Temple & Webster.
I ordered items value of $1500 and 1 week after delivery you got big promotion of 10%, do you have price protection policy that I can enjoy the discount too?
Hi Wennie, we are sorry to hear you placed your order just before our most recent sale. We have sent you a private message and we will look forward to hearing back from you soon. Warm regards, Temple & Webster.
Have Temple and Webster taken over the Wayfair Company ?
We purchased the Australian based Wayfair business, we are not affiliated with their operations in the US.
Temple & Webster.
Get an answer from our members and Temple & Webster representatives
|Category||Online Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Dining, Living, Mattresses, Office, Outdoor and Sofas|
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